Card Investigations Specialist

job title

card investigations specialist

card investigations

non-exempt

1767

$25.40 - $28.50 hourly

perform assigned duties and activities related to all plastic cards specific to fraud and disputes. Investigates, analyzes and responds to complex credit, debit and atm card fraud and nonfraud disputes, identifying points of compromise and potential loss to the credit union. Provides training and support to card investigation technicians. Assist projects and tasks related to card investigations and claim processing. Communicates and interacts with members, law enforcement, fraud prevention and risk investigations, branch/department personnel, and merchants, to provide assistance on all card fraud and nonfraud dispute matters.

Prepares and processes zelle, credit, debit and atm card fraud and dispute related inquiries, responses, and claims. Submits request for implementation of rules and strategies to combat fraud compromises based on recent trends and scams identified and encountered through the claims process. Ensures quality control and security of the credit union portfolio by the proper use and understanding of the card and zelle processing.

Adheres to the visa, mastercard and other alternative network operating rules & regulations and federal/state regulations pertaining to zelle, credit, debit and atm cards.

• recommend card fraud trends and scams for rules to decline fraudulent transactions, prevent scams and track fraud trends.
• identify, investigate, and respond to cases of unauthorized zelle and plastic card usage, patterns, or trends that may suggest a card compromise is underway and take steps to mitigate losses to the credit union. Work with card investigation technicians to develop loss prevention responses.
• research and update member accounts in all systems related to account and transaction history and item research, as required, to effectively identify and react to potential fraud. Make recommendations to restrict or close on deceptive member accounts or cards.
• work at uncovering various internet-based cybercrimes including skimming and phishing, and respond accordingly to minimize losses, with reports to management, law enforcement, and fraud prevention and risk investigations to notify members as necessary.
• follow current fraud trends and gather information via industry events, forums, and publications. Work with other financial institutions, law enforcement, and processors to identify and mitigate fraud in the card industry with the goal of reducing losses to the credit union.
• collect and review all documentation required to submit fraud and nonfraud disputes to merchants or acquirer, including but not limited to affidavits, complete dispute forms and letters, receipts and transaction documents.
• perform chargebacks to assist in the recovery of fraudulent or nonfraud disputed transactions based on appropriate fraud or nonfraud dispute codes as outlined by visa, mastercard and alternative network rules and regulations.
• assist technicians with reviewing and making recommendations on how to process and complete pre-arbitration or pre-compliance based on expense and case alate all arbitrations or compliance issues that assume a risk for loss and expense to card investigation senior and/or supervisor.
• process reimbursements to member accounts as appropriate with notification based on regulatory requirements.
• keep informed of changes or updates related to zelle, credit, debit and atm card regulations or procedures through emails, publications, online resources, and procedures changes.
• provides training to new technicians and provides support to existing technicians.
• assist new employees with enrolling to gain access to visa, mastercard and other alternative networks applications.
• may provide support by representing the department for projects meetings and by performing occasional uat testing
• maintain a thorough understanding of state and federal laws and regulations related to credit union compliance including bank secrecy and anti-money laundering laws appropriate to position.
• comply with all established internal audit, security and credit union rules, regulations and departmental procedures.
• additional duties may be assigned as necessary to maintain daily operations.

• effective oral and written communication skills required to assist other staff, constructively follow-up on member inquiries, communicate clearly with management, and perform other related tasks.
• must possess sufficient manual dexterity to skillfully operate an on-line computer terminal and other standard office equipment, such as financial calculators, personal computer, facsimile machine and telephone.

• internal: all levels of card investigations staff, branch and back office staff.
• external: members, other financial institutions, vendors, processors and law…